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Managing Quality, Tools of Total Quality Management, Cost of Quality,…
Managing Quality
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Quality
Defining Quality
User based - better performance, more features :
Manufacturing based - conformance to standards, making it right the first time
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An operation manager's objective is to build a total quality management system that identifies and satisfies customer needs
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Cost of Quality
Poor quality risks injuries, lawsuits, recalls, and regulation
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Operations managers must deliver healthy, safe, quality products
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Quality and Strategy
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Managing quality supports differentiation, low cost, and
response strategies
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